COMPLETION QUESTIONS
Observational
Trace Analysis
Receipt Analysis
Mystery Shopping
Survey
Focus Group
Critical Incident Technique
Moment of Truth Impact Analysis
Service Quality Information System
-____________ is an indirect observational method that is used to study the physical environment after a service has occurred.
Correct Answer:
Verified
Q28: Measurement of a service performance is a
Q29: A service blueprint can be used as
Q30: Organizations that engage in systematic measurement of
Q31: Excellent service organizations recognize that research on
Q32: A service organization will benefit from its
Q34: According to Berry and Parasuraman,which of the
Q35: 175 29.Which of the following is not
Q36: _ is(are)the most common method for obtaining
Q37: Which of the following characteristics make it
Q38: Which of the following data collection methods
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